Performance

We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.

These performance measures help us achieve great results for our tenants, communities and our business.

We record key business performance figures and let customers know how Wheatley Homes Glasgow performs as a business each year in our Report to Tenants. View a mobile version of the report.

These figures are also reported to the Scottish Housing Regulator. You can find out more about the results we report to the Regulator in the Annual Return on the Charter.

You can also find performance reports within the Board report section of this website.

Our recent Tenant Update features some headline 2022/23 performance figures and local Customer Voice performance panels are providing a chance to discuss how we're doing.

Another way we judge our performance is through our awards and accreditations.

The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.


Key performance measures

2021/22
Value

2022/23 (Year end) Value

2022/23 Target

Average time for a full response to Stage 1 and 2 complaints (days)

6.05

5.79

6

Reactive repairs completed right first time

91.03%

91.47%

92%

Average time taken to complete emergency repairs (hours)

3.12

3.36

3

Percentage of tenants satisfied with repairs or maintenance carried out in last 12 months

88.77%

89.76%

89%

Anti-social behaviour cases reported in last year which were resolved

100%

100%

98%

New tenancies sustained for more than a year

92.26%

89.13%

90%

Gross rent arrears as a % of rent due

5.16%

5.84%

6.10%

Rent due lost through properties being empty

0.55%

0.49%

0.6%

New-build completions – Social housing

106

26

26

Complaints Annual Report 2022-23 – learning from your feedback
 

We take your complaints, comments and compliments very seriously and we always try to learn from them and your feedback.

Our Complaints Annual Report highlights some of the improvements we’ve made to services based on what you have told us. It also lets you know how we perform when handling your complaints.  Click to read the full report.

Find out more about reporting performance failures.